Analyst

Job Description (Posting).

Service Desk - AnalystResponsibilities Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat. Able to recognize situational trends and call team and management attention to them1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Troubleshoot basic network and VPN issues Escalate unresolved calls to next level Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)Provide supporting stats for the weekly Service Desk report on call trends Generating support documentation to assist staff with requests for information & provide input for staff training as required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc. Blackberry and Smart Phone account management and provision

Flexibility to work in a 24x7 work environment.Qualifications: An ITIL qualification is preferable but not essentialMCP/N+/A+ certification would be desirable

Requirements Excellent communication skills and telephone manner.Excellent organizational skills

Incident Management experience Managing incidents including business expectations and communication

Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance. Self-motivated achiever who gains satisfaction from providing excellent customer service (1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases. (6.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.